Zodiac Casino locked my account and void my winnings.

**martine79** · 24th August 2011, 01:23 PM

I have a account on Casino Rewards on my own name (Martine) All the casino accounts connected to it, are also on my name. But i did register zodiac on my mothers name (Geertje) and i tryed from the beginning to get that changed.

The Customer service told me again and again. No Worries, the payments department will sort it out with you. Yeh Right! So i trusted that it would be fine. I even asked for my money, would it dissapear? No they said from the customer service, my money would still be mine and would not dissappear. They will sort it out with you.

And now my winnings are void, beacuse the name i registered is not the same as on my moneybookers. Thats right, its my mothers name and i tryed and tryed to get that changed right from the start. But now i got one email with

"According to our records, a financial account registered on your account is not in your name. As per our terms and conditions, any winnings obtained from a ewallet purchase which is not in the name of the account holder will be void"

I whas aware of that and tryed from the beginning to change the details, but they would not help me and its easy to say its void, so they dont have to pay my winnings i honest won.

But they accepted my deposit and refuse to pay out my withdrwal.

I am flabbergasted and i find this unbelievable.

Regards Martine and Geertje.2.jpg 3.jpg 4.jpg Attachment 28571

P.S. i do have a lot of printscreens of the chats with the customer service, with their NO WORRIES.

Accountnumber tzcr0119694616

**Nifty29** · 24th August 2011, 02:53 PM

1. Why would you register the account is someone else's name (which is not allowed to begin with)?

2. Why would you go ahead and deposit into someone else's account with your moneybookers?

3. Why didn't you ask for the account to be closed, so you could open one in your own name?

I'm pretty sure I know the answers, but I'll stun my critics by giving you the benefit of the doubt.

FWIW I did not see any statement from support that there would be no problems with the withdrawal. The rep said they hope you get it sorted out (i.e. with the accounts department)

In fact, they told you they cannot help you with the issue and that you should speak to the accounts department (which you clearly did not).

**martine79** · 24th August 2011, 03:10 PM

Originally Posted by Nifty29

1. Why would you register the account is someone else's name (which is not allowed to begin with)?

I did register it on my mothers name, because we allways play together if we gamble, i thaught we play together, so we share also, thats why i did it on her name. But after is whas aware of it i asked it to be solved so i can change it into my own name, but they wont help me.

2. Why would you go ahead and deposit into someone else's account with your moneybookers?
It whas OUR account, from my mother and mine.

3. Why didn't you ask for the account to be closed, so you could open one in your own name?

They said (i have many more printscreens, but i can only use 5 here) that the finanicial department would sort it out with me.
I'm pretty sure I know the answers, but I'll stun my critics by giving you the benefit of the doubt.

FWIW I did not see any statement from support that there would be no problems with the withdrawal. The rep said they hope you get it sorted out (i.e. with the accounts department)

No they said i am SURE! Its not fair that it isnt now.
In fact, they told you they cannot help you with the issue and that you should speak to the accounts department (which you clearly did not).

I send several emails to that department, but its ignored. They also said in the live chat "Im sure they will sort it out"
And No worries! 1.jpg 4.jpg

**Nifty29** · 24th August 2011, 03:23 PM

Originally Posted by martine79

I send several emails to that department, but its ignored. They also said in the live chat "Im sure they will sort it out"
And No worries! 1.jpg 4.jpg

So, if you and your mother were going to play together anyway, why not just leave it under her name? I'll tell you why, because the moneybookers account is in your name (it cannot be in both names therefore it is your account which you have used to deposit to someone else's account).

Support told you that the finance department should be able to sort it out with you.....SHOULD. You did not wait for a reply from the finance department, so nothing was sorted out, but you went ahead and played anyway, which means you broke a golden rule at online casinos by using your MB for someone elses casino account. You asked when you setup the account (so you say) for them to change the name and they refused - but you went ahead anyway. Very bad move.

Sorry, but it all doesn't sound right.

If you cannot get help from the Casino Rewards Rep here then you need to submit a Pitch A Bitch here. Read ALL the rules carefully.

**lamarsh** · 24th August 2011, 03:26 PM

This is an odd case. I can't decide if the OP is being honest or not. INTENT has much to do with this outcome IMHO. The rules were clearly broken, however.

**martine79** · 24th August 2011, 04:03 PM

Originally Posted by Nifty29

So, if you and your mother were going to play together anyway, why not just leave it under her name? I'll tell you why, because the moneybookers account is in your name (it cannot be in both names therefore it is your account which you have used to deposit to someone else's account).

My mother dont have a moneybookerd account, thats why.

Support told you that the finance department should be able to sort it out with you.....SHOULD. You did not wait for a reply from the finance department, so nothing was sorted out, but you went ahead and played anyway, which means you broke a golden rule at online casinos by using your MB for someone elses casino account. You asked when you setup the account (so you say) for them to change the name and they refused - but you went ahead anyway. Very bad move.

I played already and after that i had thougt about it, i asked Sam from the customer service, who stayed with me all the time (i have the first chat also in txt) and he told me that is whas not a problem, i even dont have to send my id under 1500 (i won 1250) They refused to help me after i had played and mailed them several times that i made a mistake, so of they could change my details.

Sorry, but it all doesn't sound right.
I agree, but not from my side i whas not aware of it and asked for help, they did not help me att all

If you cannot get help from the Casino Rewards Rep here then you need to submit a Pitch A Bitch here. Read ALL the rules carefully.

i will contact them, but from the beginning i asked for help and they did not help me at all.

**deepsky2** · 24th August 2011, 04:10 PM

Originally Posted by martine79

i will contact them, but from the beginning i asked for help and they did not help me at all.

You shouldnt of continue to play with this account untill the issues were fixed!!!

**ksech** · 24th August 2011, 04:48 PM

Reminds me of the Betphoenix issue a while back (http://www.casinomeister.com/forums/...nixcasino.html)....
Contact the casino rep here, read the FAQs, and see if you have a case for a PAB (don't see how, but that's JMO).

**threescatters** · 24th August 2011, 05:31 PM

Originally Posted by deepsky2

You shouldnt of continue to play with this account untill the issues were fixed!!!

100% this

**Jasminebed** · 24th August 2011, 05:49 PM

Yes, please contact the rep on this board regarding your issue.

Don't deposit and play on any of your CR accounts until this is sorted. There's a possibility that they may consider you a fraudster and lock other accounts or refuse other payments. I wouldn't take the chance in the meantime.

Stop posting about your issue, and give the rep a reasonable length of time to respond to you and look into it. (at least a week to get an acknowlegement at minimum). The reason to stop posting is in case it's not resolved to your satisfaction, you will be able to Pitch-a-Bitch http://www.casinomeister.com/problems.php.

But I must say, I don't think you will get your withdrawal. But the good news is that your deposit will most likely be returned.

You might as well get together your mom's ID, and recent proof of address, as well your your ID and same.